DESTROYING YOUR BRAND
THE CHAOS CAUSED BY
POORLY TRAINED STAFF One trainer, with 39 years’ experience, who has been helping train staff in the debt counselling industry specifically for 10 years shared these observations about poorly trained staff. • In many practices there is inadequate basic product training • Some operations have no call script at all which would otherwise keep staff on track with correct and focused information • Untrained staff often get sidetracked and confused by questions • They are unable to handle or overcome objections from clients • There is a habit of employing “experienced” staff from other companies who unfortunately bring with them bad habits. With no additional training they then introduce those bad habits into your business. • Many staff lack real listening skills and are not able to pick up on subtle clues/info from clients and realize what the real issues for objections or hesitancy might be.
